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Shift Supervisor

1 month ago

Denver, Colorado, United States Little Kickers Swim School Full time

Benefits:

401(k) matching

Competitive salary

Dental insurance

Health insurance

Paid time off

Vision insurance

ABOUT US Little Kickers Swim School provides personalized, one-on-one swim lessons that not only prioritize water safety, but also nurture a lifelong affinity for swimming. Our approach ensures that every child learns at their own pace. With a highly individualized, and experience-driven approach, we are able to zone in on each child's unique needs with regard to their performance levels, learning styles, and strengths.

Little Kickers Swim School is part of the Active Enterprises family alongside Kickin' It Kids Gym. Founded by two sisters, Yael and Daphna, this business was built with the desire that every child in the area would have access to high-quality swim instruction and develop a life-long love of the water. Our passion is helping raise active children while teaching life skills and bringing the community together in a safe, unparalleled environment.

JOB OVERVIEW

As a Shift Supervisor at Little Kickers, you will serve as the go-to point of contact for handling escalated customer issues, addressing facility-related emergencies, and any instructor scheduling issues that arise during your shift. You will oversee the smooth operation of daily activities, providing guidance, support, and solutions to ensure a positive experience for both customers and staff. Your strong leadership skills, customer service focus, and ability to handle various situations calmly and efficiently will contribute to the overall success of our swim school.

This role can report to the General Manager or Aquatics Operations Manager.

KEY RESPONSIBILITIES

Shift Facility Oversight

Shift Schedule Management

Shift FOH Management

Shift Client Experience

RESPONSIBILITIES

Shift Facility Oversight

Assist in monitoring the facility during shifts to ensure adherence to safety protocols, cleanliness standards, and operational efficiency, promptly addressing any issues or concerns that arise to maintain a safe and welcoming environment for customers and staff.

Coordinate with management to address facility-related emergencies or maintenance issues, such as equipment malfunctions, chemical levels, or facility cleanliness, minimizing disruptions to operations and ensuring the smooth operation of daily activities.

Shift Schedule Management

Serve as the primary point of contact for resolving swim instructor scheduling issues, including last-minute schedule changes, conflicts, or absences, by coordinating with instructors and FOH team to adjust schedules and allocate resources to ensure adequate coverage for swim lessons and programs.

Document and address any behavior issues that arise on shift, such as tardiness, absences, performance issues, etc.

Shift FOH Management

Serve as the primary point of contact for customer service staff, providing guidance, support, and solutions to address any customer inquiries, concerns, or issues that arise during shifts, ensuring prompt and effective resolution to maintain customer satisfaction and retention.

Document and communicate any performance or behavior issues from FOH staff during shift.

Field requests or updates from FOH staff, including last-minute schedule changes, conflicts, or absences, and document occurrences in applicable systems.

Shift Client Experience

Act as a liaison between customer service staff and management, communicating any significant incidents, customer feedback, or operational concerns to management as needed, and collaborating with management to implement appropriate actions or follow-up measures to address customer needs and improve service quality.

Required Experience

At least 6 months in a Swim Instructor role strongly preferred

2+ years of experience managing or leading a team

Proven experience as a customer service expert

High emotional intelligence and empathy skills, with ability to empathize with and support both our customers and team members

Team player mentality

Understanding of servant leadership

Experience in a growing company with a rapidly changing environment

Ability to find solutions for staff scheduling to ensure that we have ample coverage

Pay & Benefits

$31 - $35 / hour

PTO

Health, vision, and dental for staff that work over 24 hours per week

Gym reimbursement

Member schools are independently owned and operated. Your application will go directly to the member school, and all hiring decisions will be made by the management of this school. All inquiries about employment at these schools should be made directly to the school location, and not to US Swim School Association.

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